Khalid Omerzai
Toronto,ON
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Income Verification Officer
TD Auto Finance
06.2023 - Current
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Addressed public questions, complaints and requests and provided necessary assistance.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Fostered a culture of continuous improvement by encouraging staff to identify areas of opportunity and propose solutions.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Conducted surveillance to detect suspicious activity.
Contact Center Representative
TD Auto Finance
09.2021 - 06.2023
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Streamlined processes for faster issue resolution, contributing to overall contact center efficiency.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Educated customers on company systems, form completion, and access to services.
- Boosted customer service satisfaction ratings through consistent quality control.
Education
Financial Business & Economics - Economics
York University
Toronto, ON01.2020
Skills
- Work Coordination
- Report Writing
- Strategic Planning
- Innovation and Creativity
- Information Verification
- Analytical Thinking
- Data Analysis
- Process Improvement
- Quantitative skills
- Process Analysis
Languages
English
Full Professional
Timeline
Income Verification Officer
TD Auto Finance
06.2023 - Current
Contact Center Representative
TD Auto Finance
09.2021 - 06.2023
Financial Business & Economics - Economics
York University
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